Nortel BCM50 User manual

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Software
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User manual

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Part No. N0025637 01
December 2, 2004
Call Center
Telephone Administration
Guide
2
N0025637 01
Call Center
Telephone Administration Guide
Copyright © 2004 Nortel Networks
All rights reserved. 2004.
The information in this document is subject to change without notice. The statements, configurations, technical data, and
recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty.
Users must take full responsibility for their applications of any products specified in this document. The information in this
document is proprietary to Nortel Networks NA Inc.
The software described in this document is furnished under a license agreement and may be used only in accordance with the terms
of that license. The software license agreement is included in this document.
Trademarks
NORTEL NETWORKS is a trademark of Nortel Networks.
All other trademarks and registered trademarks are the property of their respective owners.
3
Call Center Telephone Administration Guide
Contents
Chapter 1
About Call Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
What Call Center includes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
What you can administer through a telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
How to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Chapter 2
About Call Center telephone administration . . . . . . . . . . . . . . . . . . . . . . . . 15
Setting up Call Center with a two line display telephone . . . . . . . . . . . . . . . . . . . . . . . 15
System timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Using the dialpad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Symbols and conventions used in this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
About telephone buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Feature codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Programming a memory button with a Feature Code . . . . . . . . . . . . . . . . . . . . . . . . . 19
Feature Codes used by Call Center Administrators and supervisors . . . . . . . . . . . . . 20
Feature Codes used by Call Center agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Agent Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Chapter 3
Call Center general properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Enabling the Call Center software authorization code . . . . . . . . . . . . . . . . . . . . . . . . . 23
Setting Call Center general properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Primary and Secondary alert times . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Reserved channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Setting Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Setting the Supervisor Help request timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Selecting skillsets supervisors can receive help requests from . . . . . . . . . . . . . . 28
Configuring lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Setting the Answer Lines status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Resetting the Call Center Administrator password . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Chapter 4
Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
About Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Types of Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Recording a Call Center greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
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N0025637 01
Chapter 5
Setting up skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
About skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
How incoming calls are sent to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Setting up a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Enabling a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Disabling a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Changing skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Unconfiguring a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Chapter 6
Setting up skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
About skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Determining a skillset mailbox number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Checking which telephone mailbox interface you use . . . . . . . . . . . . . . . . . . . . . . . . . 57
Initializing a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Opening a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Opening a skillset mailbox remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Changing a skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Resetting a skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Recording skillset mailbox greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Examples of Primary and Alternate greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Choosing a Primary or Alternate skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . . 65
Recording a Personalized skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Deleting a Personalized mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Checking skillset mailboxes for messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Playing skillset mailbox messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Retrieving erased messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Replying to messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Replying to an internal caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Using the Reply feature to reply to an external caller . . . . . . . . . . . . . . . . . . . . . . 76
Chapter 7
Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
About Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Assigning an outdial method to a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Off-premise Message Notification parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Setting up Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
About setting up Off-premise Message Notification to a pager number . . . . . . . . 84
Changing Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Deleting a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Contents 5
Call Center Telephone Administration Guide
Adding a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Turning Off-premise Message Notification on or off . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Chapter 8
Setting up agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
About adding agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Agent properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Adding an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Changing an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Adding multiple agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Assigning an agent to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Assigning several agents to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Removing agents from a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Viewing agents in a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Logging an agent off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Deleting an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Resetting an agent password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Chapter 9
Intelligent Overflow Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Examples of Intelligent Overflow Routing rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Adding Overflow rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Changing and viewing Overflow rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
Deleting Overflow rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Chapter 10
Routing table administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Setting up DID routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Fax Detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
About types of Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Adding a Greeting step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Greeting step parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Adding a Distribute for step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Adding a Goto step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Adding a Transfer step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Adding a Disconnect step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Example of a Day Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Example of a Night Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Changing a routing table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Reviewing Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Modifying Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
Erasing a Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
Setting the Service Modes for skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
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N0025637 01
Chapter 11
Monitoring call activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Monitoring agent calls with Silent Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Setting up Silent Monitor on your system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Using Silent Monitor with Answer DN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Monitoring tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Monitoring skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
To monitor skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
An example of monitoring skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Using a memory button to monitor calls waiting in skillsets . . . . . . . . . . . . . . . . 156
Taking some Not Ready time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
Using Not Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
Programming Not Ready to a memory button . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
Logging off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Changing your password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Supervisor Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
How Supervisor Help works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Configuring Supervisor Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
How to handle Supervisor help requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
How to handle missed requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
An example of retrieving an escalated request . . . . . . . . . . . . . . . . . . . . . . . . . . 162
Chapter 12
Tips for operating Call Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Agent administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Skillset administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Routing Table administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Call Center general parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
How to calculate the longest time a caller can be on hold . . . . . . . . . . . . . . . . . . . . . 165
Tips to improve the efficiency of Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
Chapter 13
Troubleshooting Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Resetting passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Resetting the Operator password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Agent problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Agent log on problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Important considerations about how agents use features . . . . . . . . . . . . . . . . . . 168
Skillset problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Problems changing skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Contents 7
Call Center Telephone Administration Guide
Chapter 14
Call Center Programming Record. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
General Call Center parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
Operator/Business Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
Call Center skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
Call Center agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
Skillset assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
Skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
Routing Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
Line answering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
8 Contents
N0025637 01
9
Call Center Telephone Administration Guide
Chapter 1
About Call Center
This guide leads a Call Center Administrator through setting up and operating Call Center on a
CallPilot 100/150 or BCM50 system. You can program Call Center using any two-line display
telephone on your telephone system. You can also use the web-based CallPilot Manager to set up
and operate Call Center.
Call Center is an application that handles incoming calls as efficiently and economically as
possible. Call Center answers calls, then routes the calls to agents in a skillset that most closely
matches the needs of the caller. Calls can be routed based on the origin of the call, the destination
of the call, or the information entered by the caller. Callers can be given high or low priorities.
Callers can overflow to different groups or skillsets of agents, transfer out of the system, leave a
message, and hear announcements and informative messages.
For information about Call Center features, refer to the Call Center Set Up and Operation Guide.
10 Chapter 1 About Call Center
N0025637 01
What Call Center includes
You can use Enhanced or Basic Call Center on CallPilot. Basic Call Center is available for
BCM50.
Features Basic Call Center Enhanced Call Center
Skillsets 2 30
Overflow skillsets 1 29
Configured agents (available agent IDs) 20 100
Agent priority levels 20
Active agents 10 Enhanced: max 50, min 20
Active calls in all skillsets 15 48
Maximum active calls per skillset 15 48
Lines that can be configured for Call
Center
15 30
Voice ports (shared with CallPilot or
dedicated)
8
(You can have an additional 8 for CallPilot if you have 2 CallPilots
on 1 KSU)
Routing tables per skillset 2
Greetings 30 50
Steps per routing table 20
Skillset mailboxes 2 30
Supervisors 10 16
Supervisor functionality, including call
monitoring
Silent is available only if a MICS 7.0 or later KSU is used.
Otherwise, muted mode is available. Only one mode is available
at a time, so if silent monitor is available, muted monitor is not.
Maximum simultaneous monitoring
sessions
6
Day of Week Service: you specify the
start times for the day and night skillset
for each day of the week
Available
Limited Feature 983 telephone
administration
Available
Supervisor Help Available with Silent Monitor. Not supported with Muted Monitor.
Expected Wait Time 5 tables 20 tables
Activity Codes 2,000 entries
Dynamic agent priority levels Not available 20
Caller Input Tables Not available 30
CallPilot Manager Available
Call Center Reporting
Enabled with optional Software
Authorization Code
Included
Dynamic call priority levels Not available 20
Chapter 1 About Call Center 11
Call Center Telephone Administration Guide
Overflow rules per skillset 20 20
Basic Intelligent Caller Input Routing:
the ability to route a call to an Operator,
Auto Attendant, skillset mailbox, CCR
Tree or internal or external number
Available
Advanced Intelligent Caller Input
Routing: the ability to route a call based
on multi-digit fixed or variable strings
Not available Available
Delegated Call Center Administration:
the System Administrator can create a
password to give a Call Center
Administrator or supervisor access to
Call Center administration.
Available
Intelligent Overflow Routing: rules you
create to overflow, change the priority of,
and move calls to multiple skillsets, a
skillset mailbox, an internal or external
number, a mailbox, the Auto Attendant
or an operator.
Available
Intelligent CLID/DNIS Routing Not available Available
Overflow rules per skillset 20
Service Mode: you specify the start and
end times for the day and night skillset
for each day of the week
Available
Features Basic Call Center Enhanced Call Center
12 Chapter 1 About Call Center
N0025637 01
What you can administer through a telephone
Call Center properties
Software authorization code
“Enabling the Call Center software authorization code” on
page 23
Primary and Secondary Alert times “Primary and Secondary alert times” on page 25
Reserved Channels “Reserved channels” on page 26
Supervisor Help “Setting the Supervisor Help request timeout” on page 28
“Selecting skillsets supervisors can receive help requests
from” on page 28
Caller ID display settings “Setting Caller ID” on page 27
Lines “Configuring lines” on page 29
Answer lines status “Setting the Answer Lines status” on page 31
Reset Administrator password “Resetting the Call Center Administrator password” on page
32
Call Center greetings “Recording a Call Center greeting” on page 36
NOTE: You must use CallPilot Manager to add Greeting
captions.
Skillsets
Parameters: name, number, control DN,
Message Waiting Indicator DN, Method of
Distribution, Break Time, Delay Answer,
Activity Code and Expected Wait Time
settings, service mode, prompt language,
attendant extension.
Monitor skillsets
“Setting up a skillset” on page 43
“Setting the Service Modes for skillsets” on page 148
“Monitoring skillsets” on page 154
NOTE: you must use CallPilot Manager to set up Caller Input
Rules and Expected Wait Time and Activity Code tables.
Skillset mailboxes
initialize a skillset mailbox
change a skillset mailbox password
record skillset mailbox greetings
play skillset mailbox messages
“About skillset mailboxes” on page 55
“Initializing a skillset mailbox” on page 58
“Skillset mailbox password” on page 61
“Recording skillset mailbox greetings” on page 63
“Playing skillset mailbox messages” on page 70
Off-premise message notification “About Off-premise Message Notification” on page 77
Agents
Agent ID, name, supervisor, automatic
answer, missed call options, priority, Activity
Code entry type
“Adding an agent” on page 102
Assign agents to skillsets “Assigning an agent to a skillset” on page 107
Log an agent off “Logging an agent off” on page 111
Reset an agent password “Resetting an agent password” on page 113
Monitor agents
“Monitoring agent calls with Silent Monitor” on page 151
Chapter 1 About Call Center 13
Call Center Telephone Administration Guide
Related documents
For more information about Call Center refer to the:
Nortel Networks Call Center Set Up and Operation Guide
Nortel Networks Call Center Agent Guide
Nortel Networks Call Center Supervisor Guide
Nortel Networks Call Center Reporting Set Up and Operation Guide
For information about setting up CallPilot refer to the:
CallPilot Manager Set Up and Operation Guide
CallPilot Telephone Administration Guide
CallPilot 100/150 Installation and Maintenance Guide
For information about configuring telephony resources, refer to the:
Norstar System Coordinator Guide
Routing
Intelligent Overflow Routing “Adding Overflow rules” on page 122
Greeting step
Distribute for step
Goto step
Transfer step
Disconnect step
“Adding a Greeting step” on page 130
“Adding a Distribute for step” on page 134
“Adding a Goto step” on page 135
“Adding a Transfer step” on page 136
“Adding a Disconnect step” on page 138
Expected Wait Time tables NOTE: You must use CallPilot Manager. You cannot
administer EWT Tables via telephone.
Activity Codes NOTE: You must use CallPilot Manager. You cannot
administer Activity Codes via telephone.
Caller Input Rule Tables NOTE: You must use CallPilot Manager. You cannot
administer Caller Input Rule Tables via telephone.
Advanced Intelligent Caller Input Routing NOTE: You must use CallPilot Manager. You cannot
administer Advanced Intelligent Caller Input Routing via
telephone.
14 Chapter 1 About Call Center
N0025637 01
How to get help
USA and Canada
Authorized Distributors - ITAS Technical Support
Telephone:
1-800-4NORTEL (1-800-466-7835)
If you already have a PIN Code, you can enter Express Routing Code (ERC) 196#.
If you do not yet have a PIN Code, or for general questions and first line support, you can enter
ERC 338#.
Website:
http://www.nortelnetworks.com/itas/
email:
naitas@nortelnetworks.com
Presales Support (CSAN)
Telephone:
1-800-4NORTEL (1-800-466-7835)
Use Express Routing Code (ERC) 1063#
EMEA (Europe, Middle East, Africa)
Technical Support - CTAS
Telephone:
00800 800 89009
Fax:
44-191-555-7980
email:
emeahelp@nortelnetworks.com
CALA (Caribbean & Latin America)
Technical Support - CTAS
Telephone:
1-954-858-7777
email:
csrmgmt@nortelnetworks.com
APAC (Asia Pacific)
Technical Support - CTAS
Telephone:
+61 388664627
Fax:
+61 388664644
email:
asia_support@nortelnetworks.com
15
Call Center Telephone Administration Guide
Chapter 2
About Call Center telephone administration
Setting up Call Center with a two line display telephone
You cannot use a single line display telephone to set up and administer Call Center. You must use
a two line display telephone. Two line display telephones show Call Center commands and
options. A two line display can show up to three display options at once. In some instances, an
option does not have a corresponding display button, and you must select the option by pressing
buttons on the diapad.
An example of a two line display
System timeout
If you pause longer than 2 minutes (120 seconds) when you program Call Center on a two line
display telephone, the system times out and ends the session. This is a safety feature that prevents
unauthorized use of the system.
For example, if the system times out before you enter all the settings for a skillset, you must use
the procedures in “Changing skillset properties” on page 49 to finish setting up the skillset.
Skillset 1: Enabled
SKILL NEXT
Display command line
Display button options
Display buttons
16 Chapter 2 About Call Center telephone administration
N0025637 01
Using the dialpad
The buttons on your display telephone dialpad act as both numbers and letters. Each button
represents a number and letters of the alphabet.
Numbers and letters on the dialpad.
The display can show up to 16 characters. Whether the prompt remains on the display depends on
the type of prompt that is displayed.
The prompt disappears for these command line prompts:
•Name:
•Log:
•Dest ph:
To enter a character
press the dialpad button that represents the letter or number. Press the
button again to see the next letter or number.
To accept a character
press
£ or press another button. When you press another button, the
cursor advances and the display shows the first character on the new
button.
To delete a character
press the BKSP display button.
1 ’ - ¤ A B C 2 a b c D E F 3 d e f
G H I 4 g h i J K L 5 j k l M N O 6 m n o
P Q R S 7 p q r s ° T U V 8 t u v · W X Y Z 9 w x y z
Quit Q Z Zero q z £ Accepts the displayed letter and “,
(comma)
This is an example of a display with fewer than 16 characters, where
the command line prompt remains on the display.
This display shows the Name: command line prompt.
When you begin to enter the last name, the Name: command line
prompt disappears. For example, if you enter the name Partridge, you
press the pad for P, and the display drops the Name: prompt.
Although the name is only nine characters long, the command line
prompt is not shown on the display after you enter the entire name.
Pswd:1111
OTHR RETRY OK
Name:
RETRY BKSP OK
P
RETRY BKSP OK
PARTRIDGE
RETRY BKSP OK
Chapter 2 About Call Center telephone administration 17
Call Center Telephone Administration Guide
Symbols and conventions used in this guide
These conventions and symbols are used to represent the Business Series Terminal display and
dialpad.
About telephone buttons
This table shows the Nortel Networks Business Series Terminal buttons. Use the buttons that
pertain to the type of telephone you use.
You can enter , ƒ or F
x
and the code to use a feature. For example, press
≤·°⁄ to access your mailbox.
The T7100 works differently from other telephones on your system because it does not have line
buttons. Where other telephones require that you select a line button to answer a call, on the T7100
terminal you pick up the handset. Where other telephones require you to select a line button to take
a call off hold, you press on the T7100 terminal.
On T7100 terminals, you can answer a second call by pressing . Your active call is put on hold
and you connect to the waiting call. You can have no more than two active calls at one time.
Convention Example Used for
Word in a special font (in the top
line of the display)
Pswd: Command line prompts on display telephones.
Underlined word in capital letters
(on the bottom line of a two line
display telephone)
PLAY Display option. Available on two line display
telephones
. Press the button directly below the
option on the display to proceed.
Dialpad buttons
£
Buttons you press on the dialpad to select a
particular option.
Button name T7100, T7208, T7316
M7100, M7208, M7310,
M7324
M7100N, M7208N,
M7310N, M7324N
Feature
ƒ F
x
Handsfree Bottom right-hand
button
©
©
Hold
˙
Volume Control
Release
® ® ®
-<<< >>>+
18 Chapter 2 About Call Center telephone administration
N0025637 01
Feature codes
You use Feature Codes to perform Call Center functions on your telephone.
Feature Codes are assigned during installation. This guide shows the default Feature Codes. Call
Center can also use custom Feature Codes. If the default Feature Codes are used by another
application, your system automatically assigns custom Feature Codes. If your System
Administrator has assigned custom Feature Codes, you can use the table “Feature Codes” on page
172 to record the Custom Feature Codes.
To determine the Feature Codes
1 Press ·•⁄.
2 The display shows the name and number of the Log In/Log Out
Feature Code. xx represents a number between 00 and 99.
3 Press NEXT
.
4 The display shows the name and number of the Ready Mode Feature
Code.
5 Press NEXT
to see more Feature Codes.
6 When the display shows QUIT
you have seen all the Feature Codes.
7 Press ® to end the session.
Login/out: F9xx
NEXT
Ready Mode: F9xx
NEXT
Chapter 2 About Call Center telephone administration 19
Call Center Telephone Administration Guide
Programming a memory button with a Feature Code
Each Feature Code can be programmed to a memory button. We recommend that you use memory
buttons with indicators to program the Feature Codes. A memory button indicator is the triangle
next to a memory button.
You can use memory buttons to monitor call activity, and view the Login/Logout and Not Ready
status of agents. For information about how the status appears, refer to the Nortel Networks Call
Center Agent Guide.
For information about using programmed memory buttons to monitor call activity, refer to
“Primary and Secondary alert times” on page 25.
To program a memory button
Use the paper labels that come with your telephone to identify the programmed button. To use the
Feature Code, press the labeled button.
1 Press ≤•‹.
Do not lift your handset.
2 The display shows Program Features.
3 Press a memory button with an LCD indicator.
4 Press .
5 Enter the Feature Code number that you want to program.
For example, enter ·‚· to program the Display Waiting Calls
Feature Code. See the tables “Feature Codes used by Call Center
agents” on page 21 and Agent Feature Codes” on page 21 for the
Feature Codes.
Repeat steps 1 through 5 for each Feature Code you want to
program.
6 The display shows that the button is programmed, and then ends the
session.
Program Features
Press a button
QUIT
Feature Code:
QUIT
F__
QUIT CLEAR
Programmed
20 Chapter 2 About Call Center telephone administration
N0025637 01
Feature Codes used by Call Center Administrators and
supervisors
Use this Feature Code To...
Open Mailbox
≤ ·°⁄
open skillset mailboxes
record skillset mailbox greetings
listen to messages in the skillset mailbox
Operator Settings
≤ ·°¤
set or change the operator extension
indicate whether the operator is available
select the day and night service modes for skillsets
change the password for Operator Settings
For more information on using the Operator Feature Code, refer to “Setting the
Service Modes for skillsets” on page 148 and “Resetting the Operator password”
on page 167.
Voicemail DN
≤ ·°fi
display the skillset mailbox number (Control DN) for each skillset
display the extension for Message Waiting Indication for the skillset mailbox
reset the passwords of the Call Center Administrator and the operator
For information on the Control DN, refer to “Determining a skillset mailbox
number” on page 56.
For information on resetting the Operator and Call Center Administrator
passwords, refer to “Resetting the Call Center Administrator password” on page
32 and “Resetting the Operator password” on page 167.
Display Waiting Calls
Skillset Status
≤ ·‚·
view real-time status information about skillsets. You can see how busy your
call center is so that you can adjust skillset staffing
view whether a skillset is enabled or disabled
view the number of agents logged on to the skillset
view the number of calls waiting
view the longest wait time of a call
To provide easy, one-button access to the this feature, program a memory button
that has an indicator with ·‚·.
Refer to “Programming a memory button with a Feature Code” on page 19.
Log on/Log off
≤·‚›
log agents off if they forget to log off.
For information, refer to “Logging an agent off” on page 111.
Monitor agents
≤·‚fi
lets you monitor agents
Supervisor Help
≤·‚fl
lets you take agents’ help requests
Not Ready
≤·‚°
extend a Break Time period if agents need time after calls to do paperwork or
wrap up tasks. For more information about Break Time properties for a
skillset, refer to “Break Time” on page 41.
Note: You can use The Log on/Log off and the Not Ready Feature Codes, but they are used
primarily by agents. For information on the Feature Codes used by agents, refer to “Feature
Codes used by Call Center agents” on page 21.
Note: While you use a feature, if you press the Feature button your present feature session
ends. Do not press unless you want to end your current feature session.
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